Royal Art House H Duomo

After reading good reviews, seeing that the location was great and getting a very reasonable price, I felt very confident about booking a one-night stay here…I was wrong. While the reception was relatively straightforward to find, they handed me a set of 5 DIFFERENT KEYS and very quickly explained ONCE what they were for (even though I asked the receptionist to repeat it…she didn’t). After getting dropped off at the front door, I made my way inside through the 3 different gates and finally arrived at my room. This is where I realized I made a mistake. I tried the key meant for the lock multiple times and it wouldn’t even go in one centimetre, so I decided to try the other 4 keys. The fourth (and smallest) went all the way in very easily, but wouldn’t turn at all and got very stiff. After pulling it out, I decided to contact the reception and sent a video of the only key that went in. They sent both a cleaning lady and the driver in to try and open the door, but neither could even after 45 minutes of pushing the key and hammering it with a screwdriver. Next thing I know, I’m getting aggressively texted by the receptionist that I’ve broken the lock on the door by using the wrong key (they wouldn’t acknowledge that I tried the right key many times beforehand), that I wouldn’t be able to stay in my room and then threatened to report my perceived “misconduct” to booking.com. After being very patient and respectful, they told me to book another room (smaller with less amenities) for the same price or I should leave. Due to the fact that it was only one night and I was tired/fed up from travelling, I caved and handed someone money so they’d let me into the other room. My parents and I attempted to get the situation straightened out by contacting costumer service and they all but told us to f**k off, because I “refused to pay for the 200€ security deposit” that I was never offered. So we gave up and I started to settle into my room, which was best described as adequate. The towels smelt like vinegar/bleach and were rough, the toilet was so close to the wall that I could barely sit on it, the TV and it’s remote felt like the quality of a dollarama toy, the bed was less comfortable that most carpets, the AC machine sounded like a nearby helicopter but yet somehow wasn’t powerful at it’s highest setting and, as if that wasn’t enough, I had ONE SINGLE hanger in the room. That about sums up my experience at the Royal Art H Spaccanapoli by ClaPa Group and perhaps I was just unlucky, but I think it’ll be the last. 1/10

All sorts of problems, staff very rude and unprofessional, just look at responses to negative reviews and is pretty obvious no desire to improve service and customers get blamed for any complaints. Thought it may just be tourists getting taken advantage off but spoke with a few older Italian guests in somewhat broken conversation but all said worst hotel experience they have had….